Equipment deployment and support for massive, 2-phase (ambulatory and inpatient) Epic EHR implementation, including selection for and completion of Epic TDR system testing and GoLive support. Integral involvement in hardware refresh and deployments of 1300 ambulatory and 1000 inpatient devices with specific focus on PC refresh project targeting replacement of 200 computers per month. Specific responsibilities include, but are not limited to:• imaging, data transfer, deployment, and post-install support and troubleshooting• Active Directory and Altiris administration, Heat and ServiceNow ticket processing and management• asset registration, inventory management, and problem resolution for computers, printers, monitors and peripherals in all clinical and non-clinical areas• routine effective collaboration and coordination with other teams such as Infrastructure Engineering, Network Operations, Solution Center (JeffIT Help Desk), Epic Command Center, and Epic Analysts toward local and global trouble resolution. Success:• successfully executed appointed role within Epic TDR Field Support Team, providing both generalized testing support and specialized ownership of deployment, configuration, testing, and maintenance of Epic Downtime BCA (Business Continuity Access) workstations

Delivers quality customer service in levels 1 and 2 technical support toward request fulfillment and problem resolution for 4500+ end-user community:• PC/Laptop hardware tear-down and assemblies for part replacement and repair (break/fix)• equipment deployments/moves/changes• machine imaging (MDT, SCCM), laptop encryption (Symantec PGP, Sophos Safeguard)• server, LAN/WAN, wireless networking, VPN, and networked printer troubleshooting and fixes• system management: Active Directory, Exchange Mail, Tivoli BigFix endpoint management, manual and automated OS and program installations, troubleshooting, and changes, including customized packages for Software Developers• equipment procurement, shipping, receiving, and inventory management• clear and detailed communication of technical instruction to colleagues and customers• swift and efficient escalation of higher tiered incidents and outages to proper support groups and/or outside vendors for timely resolution, with accurate documentation, tracking, and follow-upSuccess:• acquired leadership role punctuated by mission-critical reliability through stepping into and effectively training and mentoring new team members, driving toward and consistently achieving fulfillment of pivotal functions for on-time completion of large enterprise project roll-outs involving Windows 7 refresh, migration, and Coram/CVS network integration

Within a 2-person IT department, dynamically provided multi-tiered technical support for a 300+ customer base: • customized OS builds, imaging, cloning, data backups, and transfers• OS and software installations, configurations, updates, upgrades, and remediation • PC Desktop/Laptop/Scanners (Fujitsu) break/fix, workstation equipment deployments, including personal and network printer installations, configurations, and repairs• change implementation via system registry and group policy editing • Active Directory administration: account and shared folder creation and modification, including adding and deleting group privileges, changes in permissions, account deletion, and enabling/disabling/unlocking, and password resets• Allscripts Enterprise EMR (Electronic Medical Records) System support, including account and print queue administration• server, LAN/WAN, wireless networking, and networked printer administration, troubleshooting, fixes• technology Instruction: created official instructional documentation and videos for organizational training.• database support: essential daily interface monitoring, maintenance, and corrective resubmissions of idxConnectR (Allscripts web-based bridge) medical database rejections and errorsSuccess:• innovatively assisted CIO in achieving significant company strategic initiatives (100% physician migration from paper records to Allscripts electronic system via virtual desktops) while exceeding original cost reduction goals (50% cut in desktop maintenance/equipment cost; 40% decrease in client incidents) by way of process improvement: independently tested, piloted, and sucessfully injected a new, more efficient, and cost-effective client standard incorporating therefreshment of legacy systems with freely available Windows Steadystate and procurement of inexpensive, higher performing thin client systems (PMSI)